How to submit ticket from My Account page

  • Resolved chuwen

    (@chuwen)


    6 years, 9 months ago

    Hi,

    Currently I’ve installed Awesome Support plugin in my site. I tried to submit ticket as an administrator through the backend of WordPress which is wp-admin there and it’s works fine.

    But when I want to submit ticket as subscriber/ customer/ etc, it didn’t work. P/S: I also installed WooCommerce plugin in my site too. And I want the customer to submit ticket from My Account page.

    When I clicked Open a support ticket, it displayed this ‘Sorry, support team members cannot submit tickets from here. If you need to open a ticket, please go to your admin panel or click here to open a new ticket.’.

    FYI, I already installed User Role Editor plugin and updated their capabilities. But it still not allowed me to submit ticket from My Account page.

    May I ask, what’s the issue to cause this? Or am I missing anything to make it working?

    Looking forward to your reply. Thank you.

    • This topic was modified 6 years, 9 months ago by chuwen.
    • This topic was modified 6 years, 9 months ago by chuwen.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    The reason you’re getting that message is because you’re logged in as an agent or admin. Agents and Admins cannot submit tickets from the front-end ticket page – only regular users can do that. So if you log in as a normal support user you’ll be able to submit a ticket from the front-end.

    Thanks for using Awesome Support!

    Thread Starter chuwen

    (@chuwen)

    Hi,

    Thanks for your reply.

    I had mentioned that I got tried to submit ticket as subscriber/ customer/ etc, but it didn’t allow me to submit ticket and it displayed that message. (I’ve created a new login account for subscriber/ customer)

    P/S: I also got tried to log in as a normal support user to submit ticket but it didn’t worked too.

    Thank you.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    If the message you’re getting refers to “support team members” then the user logged in has agent type capabilities in their roles. It is a very specific message. Can you please double-check the capabilities that the user has to make sure that they only have FIVE ticket related capabilities? Anything more and they will look like an agent and so you will receive that message.

    You like you can post a screen shot of the user role editor capabilites so we can review. Just please double-check that you haven’t granted the user any additional secondary WordPress ticket related roles (something that the user role editor allows you to do.)

    Thanks very much.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Since we haven’t heard back from you in a few days about this issue, we’ll assume its resolved so we’ll mark the ticket as such.

    Thanks for being an Awesome Support user!

Viewing 4 replies - 1 through 4 (of 4 total)
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